CX Today How CX Leaders Can Win in a Hyper-Dynamic Market
Oct 28, 2025
Paul Stanczak, VP of Sales at Enghouse and an expert in customer experience technology, shares invaluable insights on navigating the evolving market. He discusses the increasing pressures on customer expectations and emphasizes the importance of focusing on foundational principles rather than chasing trends. Stanczak recommends smart tech investments like seamless self-service and omnichannel access to boost ROI. He also highlights the significance of partnering with reliable vendors for stability and guidance, ensuring customer experiences remain a top priority amidst rapid changes.
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Customer Expectations Outpacing Change
- Customer expectations are evolving faster than most organisations can adapt due to tech advances like AI.
- Paul Stanczak warns this gap strains budgets and makes consistent delivery harder across brands and channels.
Prioritise Fundamentals Over FOMO
- Focus on fundamentals: map how customers interact and which channels they prefer before chasing trends.
- Build consistency first, then layer productivity and automation to improve those core journeys.
Hype Leads To Reversed Decisions
- Market hype drives reactive decisions like rapid layoffs or sudden tech rollouts that are often reversed.
- Paul notes these press-driven moves create pressure and uncertainty for CX leaders evaluating investments.